Today's video was an especially good one, because it's so hard to talk about an “upset customer” without resorting to calling that customer unpleasant names, or assigning all the blame for the problem onto the customer. Now, perhaps the customer really was a “jerk” (or whatever name you want to call him or her), and maybe the problem was entirely because of something the customer did, or his or her own skewed perceptions. Clearly, that's not the way to describe the situation in a job interview. You did a really great job of showing an example of what to say, instead of what not to say.

I used to work in retail, and have what may well become an entire book's worth of stories about upset customers. You were much more diplomatic in describing those situations than I would be.
Great job!